Recent searches


No recent searches

Patrick's Avatar

Patrick

Joined Apr 17, 2021

·

Last activity Jan 18, 2024

Following

0

Followers

0

Total activity

59

Votes

48

Subscriptions

0

ACTIVITY OVERVIEW

Latest activity by Patrick

Patrick created a post,

Post Feedback - Ticketing system (Support)

I propose a unified UI for managing all tags. We currently have a way to view all tags across all tickets, or see all tickets with a specific tag, but those really aren't enough.

GOAL: Allow Agents to view a comprehensive list of all tags that exists on existing tickets, what tags Triggers and Automations interact with, as well as which tags are linked to Custom Ticket Fields. To allow Agents to group tags and define special behaviors/rules that apply to those tags. To allow Agents to refer to an entire group of Tags when using Trigger or Automation conditionals. To allow Agent to link a specific tag to a piece of Information/Data, using them to fill a placeholder.

PROPOSED FEATURES:

  • List all tags across all existing Tickets, Triggers, Automations & Custom Ticket Fields

  • The ability to see which Triggers or Automations are interacting with a specific tag or tag group and the type of interaction. (Condition or Action)

  • The ability to Group Tags and define special rules at the Group level. Groups don't need to contain more than one Tag.

  • Tag Groups can be used in Trigger & Automation Conditionals & Actions.
    Use Case: If a tag group is referenced in a Contains none of the following Trigger conditional, then Agents would be able to update the Tag Group directly instead of needing to edit each individual trigger. Allowing for greater flexibility in logic design for Triggers & Automations. Pairs with Tag Linked Information.

  • Example Group Rule: Mutual Exclusivity. Make it so that tags in a specific group cannot be applied to the same ticket at the same time. Streamlines logic and pairs well with Tag Linked Information.

  • Example Group Rule: Non-Inheritable. Make it so all tags in a specific group cannot be inherited by Follow-Up tickets. Allows simplified control over which tags are carried forward to a new ticket.

  • Tag Linked Information: Allow Agents to link specific pieces of information to a tag. Everything from Comment Text, to Agents, to Groups and More. Allow a single tag to be linked to a single Agent, single Group, or a specific Agent & Group combination.

    Use Case: Trigger Action to assign a ticket references a mutually exclusive Tag Group. All tags in group are linked to a different Agent. Action reads tag group and assigns the ticket to the Agent which matches a tag on the ticket. This also works with Groups. Good for handling automatic escalation or sorting via triggers.

    Use Case: Macro or Trigger is used to create a public ticket comment. Macro/Trigger can reference Tags on ticket to fetch information to be used within comment placeholder. Enables a larger number of Macros/Triggers to reference the same information without needing to add that information into each Macro/Trigger. Simplifies updates to such information by centralizing where it is stored.

    Use Case: A new action option could check who a ticket is currently assigned to and assign the corresponding Tag from a selected Tag Group.



Obviously this would be a major feature. Implementing an entire new UI like this would be a large project, but I believe this would be a massive improvement for Zendesk Support. It would significantly improve the flexibility of all forms of automation within the system. Allow for more flexible and thus more streamlined Triggers.

Expanding upon one of the mentioned use cases above, imagine a trigger that handles de-escalating a ticket back to the lower tier Agent who previously had it. All they need to do is update a custom ticket field to De-Escalate the ticket, and the trigger will handle returning the ticket to the original agent. We are currently using such a system, but we have a different trigger for every Group and a separate set for each Agent. Together these two sets of triggers are able to return a de-escalated ticket back to the original Agent & Group. The Group part is important as some agents exist in multiple groups.

With Tag Groups and Tag Linked Information, I could reduce that to a single trigger.

Edited Jul 18, 2023 · Patrick

3

Followers

1

Vote

1

Comment


Patrick commented,

Community comment Feedback - Ticketing system (Support)

Do you use triggers or automations more? Why? 

Triggers. The UI for automations is old and outdated, not fun to use and automations are more limited. The uncertain/fuzzy nature of when exactly they run is also a little annoying. As time sensitive automations can run up to 59 minutes after the set time. We mainly use automations to control the closing of tickets, as well as initiate an automatic de-escalation when a specific priority-based amount of time has passed.

How often do you make changes to your triggers? 

Anytime we need to add a new agent. We have a complicated system that automatically escalates and de-escalates tickets based on the group and user the ticket is assigned to. This is built on a custom ticket field, which when changed then directs a series of triggers to escalate or de-escalate the ticket.

What is your most used condition in triggers?  

TAGS: "Contains at least one of the Following"

Do you find yourself repeating this condition in multiple triggers due to product limitations? 

YES! We desperately need a "Contains all of the Following" option. Many of our triggers look for a combination of multiple tags. Since I cannot specify a bunch of tags at a time, like I can with the "Contains none of the following" option, I am forced to use multiple tag conditionals anytime I want to look for multiple tags.

What is your most used trigger action?

Add/Remove Tags are by far my most used Action. 


Do you find yourself repeating this action in multiple triggers due to product limitations

YES. Close to half our triggers exist just to act as And/Or logic groups. IF we could get the ability to group conditionals within triggers, it would simplify things immensely.


What would be REALLY nice would be the ability to pull/transfer data from a follow-up ticket. We have a series of triggers that currently use tags to assign follow-up tickets back to the same Agent that the ticket was assigned to when it got closed. Many of our customers contact us months in advance, as there is a lot of lead time involved in our products. Often months will pass before they communicate with us again, usually when the event date is a few weeks away.

If there was an "Assign to Previous Agent" action exclusively for newly created follow-up tickets I would be very happy.

Also, I am gonna go create a feature request for a Tag Manager UI. We really could use a better way to get an big picture view of what tags are present on tickets (open, solved, closed) as well as the ability to dictate special rules for them.

View comment · Posted Jul 14, 2023 · Patrick

0

Followers

2

Votes

0

Comments


Patrick commented,

CommentSetting up Agent Workspace

With all this talk of switching channels, are we FINALLY able to easily swap our sending email address? We are currently using that barely-functional Select An Address app that Zendesk made, but that app really isn't a proper solution.

We exclusively use email, so this forced upgrade is already looking to be very obnoxious.

View comment · Posted Jun 27, 2023 · Patrick

0

Followers

0

Votes

0

Comments


Patrick commented,

Community comment Feedback - Ticketing system (Support)

I am going to have to echo those above. We are currently using just over 280 triggers on our zendesk account. I could cut that number down to under 150 if I could specify groups of activation. Currently I have to have a separate trigger for each group of conditionals.

Those triggers all add the same tag to the ticket, which activates a different trigger which does what we need to the ticket and then removes the activation tag. All of those triggers could be condensed into a single trigger if I could group the conditionals.

View comment · Posted Jan 26, 2023 · Patrick

0

Followers

1

Vote

0

Comments


Patrick created a post,

Post Q&A - Objects, workspaces, and rules

Is there any way to identify tickets that were previously suspended? I want to control which triggers are permitted to run on tickets that are recovered from suspension.

As of a month ago, Zendesk has been consistently suspending tickets that it shouldn't. So far, all of the incorrectly suspended tickets are responses to an existing ticket. We have an auto-reply trigger setup that only fires on new tickets that are not follow-ups to a previously closed ticket. We try to minimize the number of automated responses we send out.

This auto-reply trigger uses a tag to identify follow-up tickets. Unfortunately, tickets that are recovered from suspension do not inherit any tags, do not thread into the previous ticket as a reply or get marked as a follow-up to a previous ticket. Which is really frustrating.
Is there a way to identify them for triggers? I don't want our auto-reply trigger to fire on recovered tickets.

Posted Apr 30, 2022 · Patrick

2

Followers

3

Votes

1

Comment


Patrick commented,

Community comment Feedback - Ticketing system (Support)

@...
So, this app of yours presumably uses the API to look at tickets and remove CCs when set criteria are matched?

View comment · Posted Sep 29, 2021 · Patrick

0

Followers

0

Votes

0

Comments


Patrick commented,

CommentUsing Built by Zendesk apps

I want to be sure I fully understand how this app functions before we install it.

1. If a ticket is already assigned to a group, this uses the default group of the Agent interacting with the ticket, NOT the group the ticket is currently assigned to.

2. With Default address for groups and Apply to all open tickets both enabled, any agent who views a ticket will change the sending address to their default sending address, even if all they do is view it. Meaning that it can change multiple times.

 

If my understanding is correct, then what happens when multiple agents with different default groups are viewing a ticket? Which agent's default sending address is used for the next outgoing message?

Also, in the event that the sending address is changed multiple times across several outgoing messages, what happens on the receiving user end? Will the replies thread correctly within the end user's inbox? when the sending email changes?
What happens if the customer replies to such an email? Will it still thread correctly into the preexisting zendesk ticket without any changes? By changes I mean things like previous sending addresses be added as CCs or something equally silly and problematic.

View comment · Posted Aug 16, 2021 · Patrick

0

Followers

2

Votes

0

Comments


Patrick commented,

CommentGeneral questions about email and email template

@..., I am aware. Unfortunately, a lot of common sense features aren't supported by Zendesk. In this case, Zendesk gives me no other option to automatically change the sending address of a ticket after it is created. This workaround is the only way to do that to my knowledge that doesn't require us to pay extra money for an app.

Forwarding into a support address is not an option for this channel, so tickets must be automatically created by an {{email}}@{{company}}.zendesk.com address. Except we don't want end users to SEE that address when we respond to them. We don't want end users generating tickets directly off that channel.

View comment · Posted Jul 22, 2021 · Patrick

0

Followers

0

Votes

0

Comments


Patrick commented,

CommentGeneral questions about email and email template

With your work around @..., would we be in danger of hitting the API Update Ticket rate limit? We don't usually get more then maybe 10 tickets in a hour, but during holiday surges we have repeatedly hit ~30 per minute for a multiple hours as people rush to contact us last minute.

Unfortunately, those tickets are mostly generated via one of the Received At addresses I want to use your work around with.

From my limited understanding of how the API works, the Rate Limit for ticket updates is 100 per minute per account, or 30 per 10 mins per user. Do you know which limit would apply for your workaround? I assume it is the Account based limit, but I wanted to see if you had any idea.

View comment · Posted Jul 21, 2021 · Patrick

0

Followers

0

Votes

0

Comments


Patrick commented,

CommentBusiness rules

The guide for how Ticket Channels are defined across zendesk links to a hidden/removed page.

This part;

For a list of the available ticket channels, see How are ticket channels defined across Zendesk?

Please fix this.

View comment · Posted Jul 21, 2021 · Patrick

0

Followers

0

Votes

0

Comments